Beyond Philosophy

JANUARY 7, 2016

This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016. More organizations have embraced the emotional side of the Customer Experience.

Employee engagement 186

Employee engagement Big data Analytics Education 186

Beyond Philosophy

JANUARY 7, 2016

This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. Predictive Analytics Are Key. Predictive analytics are key to improving Customer Experience in 2016. More organizations have embraced the emotional side of the Customer Experience.

Employee engagement 150

Employee engagement Big data Analytics Education 150

Beyond Philosophy

OCTOBER 14, 2021

At our global Customer Experience consultancy, we have a multinational team. Some of us are experts in analytics; others are big-picture thinkers. When we first started with Beyond Philosophy in 2002, we worked with a water utility in the UK. This is What is Stopping You appeared first on CX Consulting.

Advertising 195

Advertising Consulting Consulting Coaching 195

Customer Relationship Metrics

MAY 8, 2017

Surveys with fewer response options are “forcing” respondents into a category that causes information loss and renders the results to be less reliable than those with more variability (Van Bennekom, 2002). Surveys with more response alternatives are more reliable than those with fewer responses (Scherpenzeel, 2002; Alwin and Krosnick, 1991).

Surveys 90

Surveys Interactive Voice Response Construction Accountability 90

GetFeedback

JANUARY 6, 2020

Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Vistio

JUNE 29, 2021

You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations. ” The first thing I did, this is 2002 or 2003, remember, I went to Yahoo, not Google, but Yahoo and looked up, “What is CRM?”

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Natalie Petouhof

MARCH 6, 2017

Prior to joining YouTube in February 2014, Wojcicki was senior vice president of advertising and commerce at Google, where she oversaw the design and engineering of AdWords, AdSense, DoubleClick and Google Analytics. Earlier, he worked as a management consultant for McKinsey & Company.

Finance 40

Finance Advertising Engineering Entertainment 40